Main Article Content
The background of this research is how to winning the competitions in banking industry sector, build a relationship and make customers to be loyal, to makes banking managers must strive to develop their strategy to achieve customer loyalty.
The objectives of this research is to investigate the effect of gender, commitment, communication and conflict handling on customer loyalty in Indonesian private banking. A theoritical framework was developed to test the effect among the study construct.
The design of this research applies to one of the biggest local bank in Indonesia and the questionares were spreaded away to 150 respondents / customers from 4 branches in Jakarta and by using purposive sampling. The results of this research show that gender does not significantly effect on customer loyalty but commitment, communication and conflict handling are significantly effect on customer loyalty.
Keyword : gender, commitment, communication, conflict handling and customer
Ciptaan disebarluaskan di bawah lisensi Creative Commons Atribusi-NonKomersial 4.0 Internasional .
Dwyer, R.F., Schurr, P.H. dan Oh, S. (1987), “Developing buyer - seller
relationships”, Journal of Marketing, Vol. 51, pp. 11-27.
Ghozali, Imam., Aplikasi Analisis Multivariate dengan Program SPSS, Edisi 3,
Universitas Diponegoro., Semarang, 2005.
Hermawan, Asep (2006). Penelitian Bisnis Paradigma Kuantitatif. Jakarta : PT. Gramedia Widiasarana Indonesia.
Indriantoro, Nur., and Supomo, Bambang., Metodologi Penelitian Bisnis 1st Ed, BPFE-YOGYAKARTA., Yogyakarta, 1999.
Jasfar, Farida (2005), Manajemen Jasa : Pendekatan Terpadu. Jakarta : Ghalia Indonesia, pp 182.
Kinard, Brian R dan Michael L. Capella. 2006.”Relationship Marketing : the
influence of consumer involvement on perceived service benefit”, Journal of Service Marketing, pp 359-368.
Korgaonkar, P.K., Lund, D. dan Price, B. (1985), “A structural equations approach toward examination of store attitude and store patronage behaviour”, Journal of Retailing, Vol. 61, Summer, pp. 39-60.
Kotler Philip, Bowen Jhon, dan Makens James (2003), Marketing for Hospitality and Tourism, Pearson Education Inc.
Kover, A. (1999), “Okay, women really could use special advice about investing”, Fortune, Vol. 139 No. 6, pp. 129-32.
Morgan, R.M. dan Hunt, S.D. (1994), The commitment-trust theory of
relationship marketing, Journal of Marketing, Vol. 58, pp. 20-38.
Mowen, J.C (2006) Consumer Behaviour, Fourth Edition. Prentice Hall International, New Jersey.
Ndubisi, N.O. (2003), Service quality: understanding customer persepsions and reaction, and its impact on business, International Journal of Business, Vol. 5 No. 2, pp 207-19.
Ndubisi, N.O. (2005), Effect of gender on customer loyalty: a relationship
marketing approach, Marketing Intelligence & Planning, Vol. 24 No.1, pp 48-61.
Ndubisi, N.O. (2006), Relationship marketing and customer loyalty: a relationship marketing approach, Marketing Intelligence & Planning, Vol. 24 No.1, pp 98-106.
Oliver, R.L. (1999), “Whence consumer loyalty?”, Journal of Marketing, Vol.
, pp. 33-44.
Palaima, Tomas dan Vilte Auruskeviciene. 2007. “Modelling Relationship Quality in the Parcel Delivery service Market”, Baltic Journal of Management, Vol. 2 No. 1, pp 37-84.
Parimal, S.B. dan Jerome, D.W. (2008), Understanding gender difference in
professional service relationships”, Journal of Consumer Marketing, Vol. 25 No.1, pp 16-22.
Prasetyo, Eriq (2008). Konsep pemasaran perbankan [Online] Available http://www.wordpress.com
Reichheld, F.F. (1996). The Loyalty Effect. Harvard Business School Press,
Santoso, Singgih (2000). Spss Statistik Parametrik. PT. Elex Media
Wong, A. dan Sohal, A. (2002), “An examination of the relationship between trust, commitment and relationship quality”, International Journal of Retail & Distribution Management, Vol. 30 No. 1, pp. 34-50.